Mr Mega Casino - Player's self-excluded account closed, refund request ignored.

I opened an account with Mr mega in September 2022, since then I have made numerous deposits totaling over £1000. I have only ever withdrew £61 from this which has a £1 charge. Since then making all of these deposits I have recently had my account disabled and closed. I went onto chat to see why this is and they have said as I am self excluded they have done this. I have been self excluded for over 4 years now. This should of been checked before I could open open an account and deposit. I since then have asked for my deposits refunded they said somebody would get back in touch with me but nobody has. I think this is unfair and not my fault and I should receive my deposits back.

Dear ldavis4614,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you ever requested your account to be closed or suggested a gambling problem when communicating with the Mr Mega Casino?
• Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have never requested my account with them to be closed,I never suggested a gambling problem whilst communicating with them I had deposit limits set and was responsibly gambling.

I am self excluded from nearly every casino site there is I am also registered on gamstop.

Hi ldavis4614,

In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP. Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.

If there are any further developments regarding your case in the future, please don't hesitate to contact me at petronela.k@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.

Kindly inform me of your preferred course of action.

Thank you.

Dear ldavis4614,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.